This is why I choose Navy Federal over USAA. If one person reads this and has a positive experience it is worth it. All banks are the same with their services. There is nothing magical. When you have a problem is when the true colors shine through. Navy Federal solves problems. USAA ignores them. Navy Federal in my 8 years experience has always been fair and met me half way. USAA is a mess. I discovered Navy Federal after USA wanted to hold my initial military deposit for a week when I enlisted many years ago. Five years later I still use my USAA credit card. Cheap interest rate. When I decided to transfer funds to my bank account to pay my credit card I had an issue. No history of overages, no bounced checks. They wanted to hold my transfer for a week due to a 'low' balance. I could not find any definition of 'low' nor would they supply me with the criteria. Clever. The issue escalated to an Executive customer service rep who had no logical answers to questions but gave roundabout circular reasoning with lots of 'I understand.' I am sure they are trained and recorded for company compliance. We reached an impasse. His response was, 'If you give us a direct deposit we will not place any holds. We may place a hold.' I then asked him, since may is a subjective term,' what criteria I would need to meet to qualify to not have a hold. His response was, 'If you give us a Direct Deposit you will not have holds.' I responded, 'Would you give your direct deposit to USAA if you had to spend an hour of your time dealing with this? Response . . . . .'I understand.' Then I start having fun and saying, 'What specifically do you understand, can you explain it to me? This is a great technique because you start making them talk and wasting their time since policy is not to hang up on you. You can talk for hours. So the moral of the story is . . . Navy Federal, Navy Federal. They have more money and they own brick and mortar branches. They deal with a much larger client base with all the 1st class military customer service. Higher end. English speaking natives call center. No Philippines or India answering questions overseas. USAA is a small operation and as someone who owns 2 businesses please avoid. The only reason the exist is because people have not found out about Navy Federal. read more

if you insure your automobiles with usaa, you must be on notice that since april of 2015, usaa is no longer covering you for any punitive damages that you may be responsible for from an accident. you thought for so many years you were with a great company, and you were; however, this is not the case any longer. you need to immediately move your insurance to another carrier. there will be many, many usaa insureds who are left "out in the wind" with no coverage and they will be personally responsible for these punitive damages. if you do not know what i'm talking about when i use the term punitive damages, you should investigate this for yourself immediately, and what you find will scare you enough to move your coverage. read more

I have had my car, my daughters car, renters insurance and valuable insurance with USAA for awhile now. They went up in the middle of my 6 month policy without giving me any notice whatsoever. One month it was one amount, the next it went up $40.00 and it not even renewal time. They told me it was because my daughter was added as primary operator. She has always been a primary operator to 1 vehicle , but they have our names on the ID cards on both. Really disappointed in them. I have been a member since 1985 and now I am having to shop around. Reasons 1) no changes have been made and rates went up; 2) I was never notified of the change from 1 month to the other. what a hassle to stat looking for a different insurance carrier. In the middle of the 6 month policy have you. read more

I've been a member since 1989 and the experience has been overwhelmingly positive. My wife jokes that if we ever get a divorce, she'd take the membership as part of the settlement. Over time, I've consolidated most of our financial products with them because their services are convenient, and I've seldom felt like they were trying to take advantage of me. Having been with them so long, I've seen their service go up and down as they try new things. Occasionally they have started down dark paths but then caught themselves and corrected their actions. One time, I wrote an angry letter and got immediate responses from the three departments I criticized - so it's apparent they do take customer experience seriously. If you're looking for a company to have a lifetime association, I can't imagine a better company to go with. read more

I really wish I could give out half stars. USAA Mortgage is awful. My husband and I are both vets and have each been with the company for 30 years. Nearly every week I get a cheerful little email from USAA telling me that I'm pre-approved for a home loan, and I should start shopping! Well, shopping and buying are two different things. Because our loan was a VA backed loan, it had extra hoops and paperwork, all of which was fair and expected. But our mortgage processor seems incapable of giving us a concise and final list of paperwork that is needed to get to closing. Every email has some new piece of paperwork that the underwriter needs. OK, but I cannot believe that each missing piece can't be identified and given to us, the customer, in one neat package. And we get these ransom notes from our processor that threaten that if cannot provide this paper, USAA will NOT FUND THE LOAN. And, by the way, if this takes too long then we have to go back to square one, because our rate offer will expire. When you call customer service, they activate their Random Excuse Generator. I've heard a lot about how it's these tough new federal guidelines that make it so difficult to lend money. This paper can only be printed 24 hours after that paper, which must then be mailed to me, and I must have it for 4 days, no wait, we meant 4 business days before we can close. My personal favorite was when I finally got fed up enough to ask to speak to a supervisor, they put the person I was complaining about on the line. The worst thing is I get the impression that the number one job of customer service at USAA is to make excuses for the 'team' that is processing my loan. Sadly for us, we are so entangled with USAA that it will take a while to get rid of them. They have my paycheck direct deposit, and all of my IRAs. But they no longer have my loyalty, and as soon as possible we will transfer out all of our finances from their oversight. read more

After one year of service I'm calling it quits. Terrible service and the phone numbers posted on Yelp are wrong!! You can't reach anyone after 5pm. Geico warned me. But, I didn't learn till having an accident. Customer service has went down the drain and should be called non-customer service. Way to screw the Vet!! read more

I have been a member of USAA for over 5 years and their service has been great with very few instances of unsatisfactory outcomes. I would and do recommend this company to family and friends eligible for their services, and I have no intentions of switching financial institutions. read more

I have used USAA for banking and car/rental insurance for years. Was always quite pleased. Recently got my mortgage through them as well, and now my homeowners insurance. My experience was way beyond my expectations. I hesitated at first to go with them for my lender because I did read some bad reviews, but I am glad I did. From the time I requested my loan to clear to close was literally 16 days. I never imagined it could be that easy. My loan officer was amazing- always giving me updates and answering my questions promptly. Could not have been more pleased. My realtor said she was nervous because in the past, there have been problems with USAA mortgage, but she and my title company said based on the last few interactions they have had- mine included- something MUST have changed for the better with the company. Well, I am thankful. I have my beautiful new home now, and a lot less stress getting it than I anticipated. read more

My husband and I recently separated after 21 years of marriage and I notified USAA to have them start billing our auto insurance separately starting August 1st. As soon as I told them we were separated they transferred me to a marital transition team and had our accounts separated (we're both veterans). My husband and I are amicable and are remaining married, he's even co-signing for my new house. USAA took it upon themselves to "protect" my husband, even though I'm the one that asked to have the auto insurance billed separately. Now I can't even have questions answered about money we're owed on the overpayment of our homeowner's insurance and wind & hail insurance after we closed on our house last week. Every call is ushered to the "marital transition team." It's insulting that they are dramatizing an ugly separation when my husband and I get along just fine! I tried to cancel my car insurance with them today because I purchased a policy with State Farm (which is LESS), and they wouldn't even cancel the policy for me! The online function didn't work, it said they were doing account maintenance. So my husband had to call USAA to cancel the auto policy. USAA needs to MIND THEIR OWN BUSINESS!!! read more

I got rear-ended on highway driving 5 miles per hour. I called USAA (my insurance) and described the damage while making a claim. The result of the claim based on what I told them was that my car was not repairable and not drivable. I was shocked since my my car did not look that bad and how could such a decision be made when USAA did not see my car. I was very upset and requested talking to supervisor. He changed my car to that I can drive it. The claim person had assumed by break light was not working but I never made that statement. I had stated that my lights were broken , they were a little bent but they working . In the middle of the night I got an email that said that my car is likely a total loss and that it is a good idea to look for a new car as that can take a while. USAA said that they would take care of things and I needed to pay my $1000 deductible (its my policy)and since I had no rental car in my policy I needed to pay for rental car if I needed one. I called them and asked if I should call the other parties insurance since its the other parties fault and they said there is no need. I did not understand why I had to pay $1000 and pay for rental if the other party was at fault. USAA said that we don't know yet who is at fault and it can take a while until other insurance will make a decisions. USAA waved the $1000 but said I should add rental car on my policy and if I had done that I could have gotten a rental if I needed it. They kept saying there is no need to call the other insurance and that USAA will take care of it. What USAA said made no sense to me.Finally I called the other insurance , they told me that other party had already admitted fault and that they take care of my car and they give me a rental car. I asked them about that my car might be at total loss. They said based on what I told them is repairable and that's what they want to do. Dealing with USAA was a nightmare. After a traumatizing accident I felt I got no help and bad advise. I am with this insurance since a long time and that never happened. I was reading all the other reviews and I am shocked that many peope have similar bad experiences. I like to find a new insurance. I felt if I would not have taken care of myself I would have possibly lost my car and gotten very little for it. Very upsetting! read more

I switched to USAA not too long ago. I had heard from others that they were pretty good and the rates seemed reasonable. Over the weekend my daughter was involved in a hit and run auto accident. I called to start a claim by phone. This happened around 3 am Saturday morning. I have called other insurance companies after hours for claims and been assisted. USAA, however did not allow me to speak with someone by phone. I had to start the claim online and then was told I would be contacted on Monday. When you have an accident you expect your insurance company to be there for you. This morning, Monday, I am still trying to reach someone on the phone. I do not have a rental car option for this car, but if I did I would have wanted to arrange a rental right away, which I could not do since I couldn't even reach anyone. Now, on the phone, I have been disconnected by their agents twice this morning. When all this is over I will be canceling this policy and going with someone else. They brag about "legendary" service but they do not deliver at all, read more

Thanks USAA, thanks for absolutely nothing! Thanks for ignoring messages left for you, thanks for transferring the claim from one person to another to delay it, thanks for not advising your insured to get better coverage upon moving to Massachusetts. Thanks for your nasty snide comments about the witness: "oh I don't know how reliable 14 year old's are." Probably about as reliable as your 22 year old underinsured driver... just a thought. Maybe other people have had positive experiences with USAA before but I am not one of them. I WILL NEVER USE YOU AS AN INSURANCE COMPANY OR REFER ANYONE TO YOU. In fact I would advise people who have you to make sure that when you move from state to state with USAA insurance, that you should check the state minimum's and make sure USAA adjusts your policy accordingly because USAA certainly is not going to do it for you. After dealing with them it doesn't seem to me like they have their client's best interests in mind. Update: USAA finally agreed to get me into a car rental for 3 days while my car was finished being fixed and then called me back a few hours later and took it away- Kathy Ortiz was NOT helpful and didn't give a sh*t about the fact that as a single mother I would now have to take unpaid time off work since I can't work without a car-it's part of my job, I also can't even drop my child off at childcare and if I don't work I can't pay for childcare.... This company was and still continues to be the worst company I have ever dealt with. BLOG POST about all the details: http://www.capecodmommies.com/1/post/2013/09/car-accidents-car-seats-insurance-companies-my-cape-cod-story.html read more

I've never experienced such rude customer service from an actual manager in the auto insurance dept. I made an online payment on 12/18 to restart my policy before it canceled and realized I still had until 12/28 to make the payment, literally right after I pressed submit. So I called an auto rep at usaa insurance to see if I could retract that payment until the next week, since I still had some Christmas shopping to do. He did some checking and said, no, the payment was already processed and there was no way to get the money back. However, I could call Monday (it was a Friday), and see at that point if they could refund my money. I just decided to let it go. On 12/26, I get a phone call from usaa auto insurance saying that my auto insurance would cancel in 2 days if I didn't make a payment. I told her what had happened on the past Friday and that I thought it had been made. She said that the payment had returned. I was appalled and angry because the rep had told me that the payment had already been processed and I couldn't get my refund that day because of it. She just kept saying it wasn't paid, so I hung up, checked my account and noticed that usaa auto insurance had taken out not one, but TWO NSF fees for $29. I called back to speak with a manager, Marcel Cisneros, and instead of trying to explain, she criticized me and said well if you had had the money in the bank it would have been paid! I then told her that I did have the money in the bank when I spoke with their rep, which is why he told me they couldn't refund it. He did not explain that it takes 3 or 4 days to get the money from the bank. She then had the audacity to say to me that I should know that because businesses don't take the money out the same day and I should've checked to see if they took the money out. I told her that was a ridiculous statement because first, there are businesses that take money out the same day (my car loan company took their money out on that same day--12/18), and second, what reason would I have to check my account if the guy told me that it showed the payment I made and they couldn't refund it that day. if everyone checked every payment that they made, people would be on the online bank all day everyday....and that's ridiculous! I think that the banks and the businesses are making a lot of money in NSF and returned check fees doing this kind of slick crap. If those fees hadn't gone through, maybe I would've had the money in my account to cover the cost. I was suppose to take a survey after the call, but the manager tried to be very slick by cutting my call so that i could not take the survey because she knew how I felt and that she was being smart with a customer. I still called back and asked to take the survey; the first time someone named Ayana clicked me over to a message that said the survey wasn't available, but the second time I had to ask a legitimate question to get to the survey. I use to get great service, but not anymore. USAA is suppose to be nonprofit, but don't let that fool you because they function just like a for-profit, and are just as anxious to take your money. As soon as I can switch to Navy Federal, I will! read more

I Have ( soon to be had) been with USAA for 10 years. I have (soon to be had) all of my business from banking, investments and insurance through the company. I also purchased a diamond from the companies jewelry service some years ago. The only reason I purchased through them was because their promise was to allow you to put the value for that purchase towards an upgrade at anytime in the future. Now that I wish to do that upgrade USAA as left me out to dry because they have decided to not do honor their promise to me and have closed the jewelry program. So much for the strong military values USAA says they represent, honor ? integrity ? Where are they now USAA? Even after a letter to the CEO Joe Robles, one of his assistance called back. Their response was that they had closed the service. I knew that. Offered no suggestions to resolve the problem. When a company reneges on their promises and a letter the CEO get basically no response. Time to stop doing business with that company. Things will clearly only get worse from there. read more

We have had a HELOC with USAA that was subordinated to two prior re-financed firsts. On a recent refinance, however, USAA closed our HELOC without our direct approval despite more than one call confirming that we were maintaining our HELOC. Each time USAA customer service informed me that the HELOC had to be closed directly by us, not through a third party. Fast forward to after our refinance and unfortunately I learned that the HELOC was closed through a document provided by my other bank. USAA was not forthcoming in trying to resolve this and the customer service and escalations were of no help. The bank that re-financed the first agreed that they made an error in submitting documents to USAA without discussing this formally with us. They are now willing to try to meet the USAA terms (which were great) and offer us a HELOC. USAA will not take my word that there was an error and does not stand by their word that we needed to close the HELOC directly. The lesson here is to not take their customer service information without getting the first and last name of the rep and making sure they define and put in writing any advice. In our case they pulled the plug on our HELOC despite the prior two approved subordinations and confirmation that we had (as was customary) to work directly on the third. The executive escalation team was of no help, and actually asked me how I define "closed directly" in terms of closing the HELOC. She should have asked her rep colleagues before insulting me. read more

I would'nt even give this company one star, but I am forced to by way of Yelp. A USAA customer hit and totaled my Mercedes recently. I expected fast and courtesy service. This is NOT what happened, not only did I get pushed from person to person but each new rep was worse than the one before. Zero customer service. HEY USAA i did not total your customers car. Now pay the fair price to replace my car and quit giving me the run around like i did something wrong. I have had to result in having my personal insurance deal with these people as each one gives me a different answer and requirement they need. They cut off my rental car payments after 3 days and as a result I have had to find other transportation. And the claim is still not setteled. This is now in its third week, I have no car and they are low-balling the value of my car. We have sent fax pictures(USAA Require) ..not good enough, we sent email pictures(USAA Require) and still not good enough. People out there this company plays on the heart strings of our good Armed Forces... Dont fall for this crap of service. They have no intentions of being the good guys. I am out a car I loved, work time, stress, and now countless hours provided by my own insurance broker. ABSOLUTELY THE WORST CUSTOMER SERVICE PRACTICES EVER !!! read more

As a client of USAA's for over 25+ years I am extremely disappointed and will probably be leaving. My ceiling caved in and I had to evacuate my home due to flooding and asbestos contamination. I called USAA in desperation in a time of traumatic need. The claims adjuster started yelling at me and accusing me. I was in absolute shock and horror. Here I just had lost everything, had to live in a hotel while they fixed my home and was expecting USAA to be there in my time of need. I called the manager and asked for another adjuster. Fortunately they taped everything and agreed that I was mistreated and apologized to me. The new adjuster was pleasant but took a very long time in getting back to me. I had to hire an attorney to get them to respond. As a single woman I am not at all comfortable with this company. I felt preyed upon and mistreated. Very sad that you have to hire an attorney to be treated fairly. Will be looking for a new insurance company. read more

Zero Stars. USAA preys on military families. There are so many other quality insurance providers who actually follow through when you need to file a claim. USAA cares only about profit, not current military or veterans. Don't be a fool and fall for their marketing. My experience with USAA proved to me that they are a not a caring, loyal organization. They did everything they could to save themselves money at my expense, even though they were liable. I had to fight like hell and it went on for over 2 months. If you ever need your insurance they will delay, delay, delay until you get so desperate that you'll accept their lowball offer. Fortunately I know people in the insurance industry and refused to accept their ridiculous offer. Per law, insurance companies are rated on how long cases go unsettled. I also filed a complaint with my States Insurance Commissioner and notified USAA. They only start playing ball when I took action against them. Do not do business with USAA and pray one of their insured drivers doesn't hit you. read more

An older gentleman insured by USAA came around a corner in a parking lot where I was waiting (not moving) to turn right. He came around the corner so tight he hit my car doing $1,650 worth of damage. Fortunately a witness was crossing the street and gave me his info and was happy to give a statement. When exchanging info with the driver, he asked me to write down his info for him as he "couldn't write" due to a procedure he had had on his hand, (why are you driving)! He quickly said "Well, I can write". So I gave him back the pen. He said "Uhhhh, You just go ahead and write it". I took photographs, came home and called his insurance, USAA and reported it/filed a claim along with every detail. I then contacted my insurance Nationwide. The USAA rep took my recorded statement and said she'd call with their decision in a couple days. I called a week later (left a msg, they never answer the phone), and she called and said "two more days." I called a week later (and left her a message) to remind her I had photos taken at the scene, which she never asked for, and that I'd be happy to send her. I never heard from her again... I just called and spoke to USAA (1 1/2 months later). I was told their decision is that it's a 50/50 accident. I was livid. Told her I would be writing a review of my experience. She said "We don't get bad reviews". I told her I certainly wouldn't be writing it on "their" site, which they control and can delete negative reviews. That I would write it elsewhere. She didn't respond. Nationwide says it's clearly his fault. We'll see how this ends. Meanwhile, I'm out my deductible. Shame on you USAA. read more

My car insurance was exuberant. They took into account an accident and ticket I had over 10 years ago. When I switched to Geico I saved $900 on my car insurance. When I called to cancel they said, "oh, well we could have taken $500 dollars off with your updated information." You should have done that before I had to switch!! 2 months later I asked for an increase on my credit limit to boost my scores from 720 (all of them at this minimum). I was denied with misinformation or by an extremely outdated system. I served 6 years in the Army. I've had their credit card for 10 years. I will pay it off, close my checking and savings account, and leave the card open to benefit my credit (I'll probably buy an apple every 6 months and pay it off). So then I will only have a credit card with them since it is my longest standing account. Once it is paid off, I won't deal with these people at all. Don't believe the hype!! They know they can make money off of unsuspecting young soldiers. Honestly at this time in my life USAA is worthless to me. Soldiers you are being targeted for your benefits. USAA is a wolf in sheep's clothing, they make their money by scamming soldiers and veterans. Worthless company. read more

I had been a USAA member and premium-paying policy holder for nearly 58 years, when, In February 2016, I filed a claim, for the very first time under my homeowner's policy, because of water intrusion into a bedroom and USAA-covered sun room addition to my townhouse condo in Alexandria, Virginia. The claim was handled in such an incredibly inept, cavalier, and callous manner that I felt compelled to complain, first to the adjuster, C.C., and, when that failed, to his superior, C.D., who supported Mr. C. C.. in dismissing my complaint and denying my, under these circumstances, more than justified request for waiver of the deductible, ostensibly because he had not read my complaint and completely misconstrued my motivation as simple unhappiness with delays I experienced in having the claim processed. I then asked Mr. D. to refer my complaint to the national level of the organization for review and confirm the referral. He did call me and stated that he had instead referred it to his superior, C. P. In a subsequent phone call initiated my Mr. P., I asked him to communicate the results of his review for the record via USAA's online claims communications system. Mr. P. failed to respond further. I then decided that I had no choice but to send a formal complaint directly to the chairman of USAA, with "cc" to its president and CEO. Not even a written acknowledgment! Here is my response to Mr. D., posted in USAA's claims communication system, which summarizes the core issues motivating me. A verbatim copy of that response was included in my letter to USAA's chairman as well: "That, Mr. D., is not a satisfactory response. You incorrectly concluded that my "main" complaint was the amount of time it has taken to resolve this claim. No, Mr. D., that is not the principal issue at all. Rather it is the incredibly inept handling of the claim, beginning with the inability of the two USAA-directed contractors correctly to diagnose the cause and point of entry of the water intrusion into my home and their obvious, and perhaps directed, focus on irrelevant perceived defects in the construction of my townhouse condo, followed by the initial denial of the claim by your staff for the wrong reasons, the subsequent unhelpful, uninformed, arbitrary, often contradictory and incorrect messages generated by your subordinates, and the customer-averse, not to say openly hostile, atmosphere that permeated nearly all the exchanges posted on this board. How could you possibly miss, or deny, the essential crux of the problem here? Even C. C. (the adjuster) acknowledged the terrible manner in which this claim was handled and apologized for it, but refused to take any action to make amends and you are simply reconfirming that, at USAA, incredibly and inexcusably sad customer service has become the norm and that USAA has, in fact, lost its way." When I failed to receive any sort of response from, or on behalf of, the USAA chairman or president/CEO, I finally decided, after 58 years, to vote with my feet and take my business and insurance premiums elsewhere. I discovered, to my regret, that I should have taken that step years ago, if not because of unacceptably poor customer service, then for economic reasons alone. My new homeowner's and auto policies, with competing insurance companies, for precisely the same coverage limits, will save me $272.00 per six-month period on the auto policy, and $60.00 a year on the homeowner's policy. But, again, my motivation for finally cutting my ties to USAA was not financial but abysmally dismal customer service. USAA has grown so large that it is unable effectively and efficiently to manage itself. As it grew from a small automobile insurance company, that was founded by military officers to serve the needs of other military officers, into a giant financial services conglomerate, it completely abandoned its founding principle and sacrificed its member/customer-focus to the maximization of its profits, and the customer be damned. Yes, USAA, you have truly lost your way. Good-bye! read more

USAA at its core is unethical and immoral. I was a customer of theirs for 20 years. Paid all of my credit card balances off regularly and on time. And how do they reward that loyalty? 1) They refuse a legitimate, large charge/advance on my credit card when I really needed it; and 2) when I then closed my account, and paid off the remaining balance, they mistakenly carried over a $20 balance unbeknownst to me for 3 months and then ruined my credit over it for 7 years. When repeatedly presented with documentation illustrating their error, they refused to acknowledge it - even the office of the CEO and his assistants. This error, and their dishonesty recently cost me .7% on a new car loan. DO NOT be lured into doing business with this company. They use their premise of "being involved with the military" and somehow being "patriotic" to the United States to greedily take advantage of millions of customers. They are UNRELIABLE, and they will STAB YOU IN THE BACK. They are liars - do not trust them. They are exactly the type of ruthless financial company/lender that was depicted in the popular and highly rated 2014 movie, "99 Homes". See that movie before you decide to do business with USAA. read more

My elderly sister has USAA insurance and she was involved in a hit and run not her fault. USAA uses a company called CCC One to set the market value of the car. Based on the value of the car it was determined by USAA to be a total loss. CCC valuation is known to produce low valuations (just google the company). I did a considerable amount of research and could prove the valuation was off by about $1000. My sister and I made numerous attempts to present our findings and get the evaluation adjusted, but USAA refused to consider any adjustments. The reason I only gave them one star is based on their lack of customer service and their unreasonable evaluation. My sister and I called numerous times to the contact assigned to her case. The person either did not respond at all or would only call late in the afternoon. If the call was missed we were out of luck. I'm assuming that they just want to drag out the process and wear you down. I'm glad I don't have this insurance. read more

Do not EVER join this company for auto insurance!!! They supposedly take care of veterans and it is a horrific joke!!! Worst insurance company ever!!! Had my 1st accident in 10 yrs. However was new to this company as of January. Got a good rate for homeowners and auto combined. But let me.tell you that is all that was good about it!!! Had my accident 08/04/2016 and is now 08/26/2016 and claim is still not settled!!!! And I am paying for my own rental because they said we did not sign up for rental which is bull!!!! Be sure this would have been settled by now if they were paying for the rental!!! Have made numerous calls and emails with no results!! Got my initial estimate within 3 business days and work was supposed to begin but collision company found more damage and my car was close to being totalled so work was on freeze till adjuster came out 48 hrs latter and have now been waiting 10 DAYS for final answer!!! Multiple emails and phone calls later still have no answer and am broke from paying for rental!!! Am a bedside nurse and can not call in sick because I have no car!!! This is an insurance company for veterans!!! This is how they treat their veterans!!! Completely disgusted!! Stomach in knots every day waiting to see if I hear anything!!! So unacceptable!!! I am thinking this is their way of getting me to cancel my insurance with them as they have accident forgiveness and now this has cost them money!!! And me a small fortune for a rental!! I could have paid 3 car payments so far with rental fees I have paid!!! I am the only provider for my family and they could care less!!! Disgusted!!! DO NOT INSURE WITH USAA!! read more

This bank has been nothing but a thorn in our side. My son has been in boot and AIT for over 4 months and you have completely screwed up his account. He has NOT been able to touch his money and now apparently you've frozen the account. This not only is bad for his moral but its hard on us as parents to have to continue to send money and know that its hard on him. Your customer service stinks. Apparently different departments ' communicate so things are requested and then not checked on. He and his recruiting office have both sent the same form at least 3 times. Please change this practice. If you want to continue to CLAIM to be a friend to military maybe try to help them. I have sent a review to BBB and will write my congressmen. Ive had 4 sons in the military they ALL say stay away. My youngest opened the account before talking to his brothers. There needs to be a better way to contact. Email is nonexistent. A joke. How do you help people stationed over seas without email. He is closing his account ASAP. Plus there is like one branch office. Crazy! Good bye USAA. read more

I've been with USAA 40+ years and generally they have been good. BUT, ALL insurance companies are scum-sucking pigs and you have to know that going in. They ALL will screw you every chance they get. AND, as others have said in other reviews, when you make a property claim you might have problems. I had a home air conditioner leak on the second floor of my house. I called USAA and they jumped right on it. I had contractors coming and going quickly charging me much more than their services were worth. I had $1000 deductible. I was initially told the total would be $1350, THEN at the end of the day it was $2350. THEN, I was told my claim was denied because they did not cover damage caused by equipment failure. One of ALL insurance companies biggest areas of claims is from water damage. Therefore, they try to figure out as many excuses as possible for NOT paying for water damage. Unless you are an insurance lawyer you will NEVER be able to cover all your bases so "buyer beware." Do your homework. Know what you want covered and specifically discuss it with whatever insurance company you go with. DON'T just take the "package" they want to sell you because they have designed it to NOT cover most of the things that you will need it for. That's just the way it is. BE SMART. read more

We have been members of USAA for over 40 years. The USAA we have known in the past no longer exists. We have multiple insurance policies with USAA as well as credit cards. The insurance rates have escalated in recent years although we have never made a claim. We will evaluate other options for insurance this year. More recently USAA made the decision to transition our Master Cards to Visa. This has been incredibly disruptive for many USAA member whose only Master Card was their USAA card. Those who shop at Sams Club and other locations that do not accept Visa are now having to apply for a Master Card with another company, a process that affects one's credit score. For some members, this can be problematic. Today I received an online bill for the Visa credit card that I do not yet have. What are you thinking USAA??? We called USAA credit card service and were told by the customer service representative, only after being on hold an extended time, that we should receive our new card in 7 to 10 days. Why would USAA send a bill for a credit card that it has not yet mailed to the customer. USAA, you are losing it. If you are currently a USAA member, I would encourage you to shop for insurance elsewhere. I am grateful that I have other credit cards and will no longer use my USAA cards. Who needs a hassle? read more

I've been a long time customer with USAA and I've never had any major problems with them until last night. I got a flat tire on my way home from work. I called their roadside assistance. The girl I spoke with was competent, quick, friendly, etc. I told her I needed a tow and that I was in San Bernardino. So she goes on to call a tow truck company for me that's about 20 miles away (Riverside) and one that charges $9/mile. USAA only covers up to 12 miles; I was 28 miles away from home. You do the math. So I said, "Fine, send them." I just wanted to get home. Well after waiting for OVER TWO HOURS for these CLOWNS to show up, I greeted the gentleman and told him, "I only need you to change my tire now. I found a spare tire in my trunk. I don't need a tow." He immediately tells me, "I don't have the tools to change your tire. The wrenches I have (8 wrenches mind you!) don't fit." I said, "You change tires ALL DAY! How do you not have a wrench to change my tire?" Mind you, I drive a Toyota Solara. Not some crazy, never heard-of vehicle with bizarre tires. After he refused to change my tire, and insisted he tow my vehicle, I told him to forget it. That I would contact another tow company. I called USAA again. The gentleman I spoke with this time was again, professional, friendly, etc. But I told him, "Can you please send someone from San Bernardino?? Not someone from the next county over!" The new person was able to change my tire, no problem. And only charged $3/miles IF I needed my car towed. It just really pisses me off that b/c USAA initially thought I needed a tow, they send me 1: a tow truck from about 20 miles away, and 2: one that charges a ridiculous rate for towing. I don't know if they're getting some kind of kickback from the first tow truck company they sent me but that really pisses me off that instead of sending someone closer to my location and one at a lesser price, they send scam artists out to help their customers. Definitely considering changing auto insurance companies. read more

If I could I would give the USAA claims department negative stars! My husband and I had to deal with 4 representatives and our issue still isn't resolved. All 4 representatives were rude and Jennifer Hale, even yelled at my husband. My husband is AD in the Army and this company is suppose to take stress away, but instead adds more onto his plate. Our parked car was hit in the parking lot by a person trying to adjust themselves in the space next to ours. Thankfully, we were still in our vehicle so we witnessed the whole thing. My husband calls and puts in a claim, while on the phone his friend asked if my husband could ask our agent about a situation that had happened to him. So, in essence, my husband was asking a hypothetical question to get some answers for his friend. This lady freaking puts it in as a claim for us!! Wtf!? So we went through 4 representatives to try and resolve this and get it taken off, but it is STILL NOT taken care of. Jennifer Hale, the last representative we talked to, yelled at my husband and said that she is putting it in as a at fault incident on our behalf! I am so fed up with this company and will be switching to AAA. read more

August 28, 2015 I called USAA to get my husband SR22 insurance. I specifically said "He has to have SR22 or his license will be suspended". The man I spoke with assured me that he did have SR22 and the proof was being faxed to the sate of Idaho. On September 29th my husband was pulled over. The officer used the excuse of "speeding through a yellow" in order to pull him over even though the person driving next to him was actually speeding. my husband was actually placed in cuffs and almost taken to jail because he was driving without a valid license. He almost lost his job. He was still required to schedule a court date even though I had USAA back date the SR22. The prosecutor was barely willing to drop the driving without privileges charge, but we still had to pay the "speed through yellow" which was $90. He had to miss work to be in court and that cost us $200. This never would have happened if USAA had done their job correctly in the first place. I was completely blown away to hear that they were only willing to offer an apology for this incident that is costing us money we should not have to spend. read more

On July 8th, I wrote my first ever online review regarding USAA's handling of my claim. At that time I was quite frustrated and honestly disappointed by the service. However, after my initial conversation, I have to say that the claim's adjuster called me within a few days, outlined the steps she had taken and what the likely outcomes would be. Today, I received a final call stating that she had been able to negotiate with Enterprise Rental and they were waving all of the extra administrative, loss value charges, and loss of use fees. These totaled some $380 which previously were going to have to be paid by me in addition to my $500 deductible. I do not know how she was able to negotiate, I do not know what it cost USAA, but I do know they have a loyal customer in me. I called her back telling her how grateful I was and now I am adding to my initial review. The only thing that changed in reality was USAA's willingness to go to bat for a customer....They did and I thank them. read more

I followed the advice on the web site and applied for the auto loan. Then I went shopping and found the car I wanted. I had a good rate on the loan and everything seemed good. The car had to be back ordered. The loan was going to expire before the car would arrive at the dealership. I called as ask if they could extend the offer for 15 days - no, you must reapply. I said that would cause a hard hit on my credit. They said, yes, but you must reapply. Still trusting them, I just reapplied and due to the second hard hit on the credit as nothing else has changed -- they raised the rate 1.5 points. I called and questioned this and got (not the nice service I had when they wanted my business) but a stone cold lady telling me she just had to do what the credit rating they pulled at the time. On time of this - I recieved a 20% increase in my wages. Don't understand how my credit could have taken such a hit to raise the rate so much ----- but worse is how they treated me on the phone when it was their way. Beware of this company as they made me fill like I have been played. read more

Horrible insurance if you are the injured party and trying to get the responsible party who has this insurance to pay for medical bills. They are making me pay all my medical bills on my own and then if they find out after investigation that it is related to the claim they will pay. I have had horrible shoulder pain since my accident 3/27/13. Insurance is trying to say it was from prior accident last July 2012, which I fully recovered and had no shoulder pain. Also, forbid you say Union, who handles all the medical claims, is processing your bills and you are waiting to hear what they will pay or won't pay (takes about 1-2 months, they are extremely slow). They then accuse the injury of being work related. If it takes a long time, which mine has because it took me going thru emergency urgent care and 2 follow up visits at UCLA (this is about 3 weeks time) to get a PT referral and another 2 weeks to get the authorization from the insurance to start the PT. plus I changed medical insurance companies when I left Ralphs, which then made it longer. Had to start all over again thru Kaiser. PT I have, his wife was due any day plus he believes in seeing every couple of weeks to allow a patient to do the exercises given and check progress. So far my bills are racking up. I owe UCLA about $1500 and I've paid Kaiser about $200 with office company's and deductibles. Also the USAA agent assigned to my claim seems to be clueless where all my paperwork/bills are for my claim. Her co-worker had them. Seems more than happy to pay for car repair, but forbid if you get hurt they will find any excuse to not pay your medical bills. read more

It's been a month since our home was ransacked. We spent the entire week after pouring over spreadsheets, trying to prove what we owned through photos that we still had and through other means. We were told we would be receiving 75% of the depreciated value of each of our items. Fine. We were fine with that and believed it to be fair. We've been back and forth over so so many unreturned phone calls, transferred between claims officers constantly and shown absolutely no personal care or customer service other than our initial phone call where we were told everything would be fine. We are absolutely devastated. We didn't even claim everything we could have in the interest of being fair and good customers. Today we received an "email communication" (don't even bother calling, no response, no messages returned), letting us know our claim was being settled for $4,000 of the nearly $20k damaged/stolen. We can't prove missing items because all of our computers were stolen that might have any photos on them. We have no receipts. Files were stolen from us. We found one old receipt and uploaded that photo. Not good enough, apparently. We are just beside ourselves at the pure disposal as customers we've been shown. My husband has been a customer for well over 10 years, never filing a claim. Every insurance we have is through USAA. His whole family are customers as well. Yes, it is cheap, and it's really starting to show. I highly advise against USAA! Please do yourself a favor and get out before it's too late like it is for us. My heart sank when I started reading these awful reviews... read more

California members especially, run as fast as you can to another insurance company! I don't know what has happened to this company. New management? Whatever has occurred, this company is on the downhill slide and sure to lose many customers. We switched to USAA because we heard about great customer service, etc.. I can honestly say that is definitely not the case any more. You cannot speak with a supervisor immediately and when they tell you one will call you, they don't. We went back and forth with them at least 5 times and never got to speak with a supervisor. Additionally, we asked to be present when the claim adjuster looked over our vehicle and were never told when the adjuster would show up. Suffice it to say, the did the inspection without us. After our ill treatment, we called AAA to get a quote and they came in $1000.00 per year LESS than USAA. So essentially, we have been paying top dollar for absolutely horrible customer service. I have written to the CEO of their company to complain and hopefully they will make some changes, but in the mean time, we are happy AAA customers. read more

Have just had it with USAA life trying to get my healthy wife a simple term 100K policy. Member since 1967, LTC Army, all autos, home, umbrella, boat, life...with USAA. She quit smoking in 1982. Zero since. The phone rep explained the application denial (I had to call them, they never returned calls at the time THEY had pre-arranged, as we are busy nurse and surgeon) that "She tested positive for Nicotine." I stated that it had to be a false positive (which happen) or mixed specimen as "She has not smoked for 33 years. Please re-test as soon as possible." "I'm sorry, but we must wait ONE YEAR for a re-test." Adamant, refusing to bump me to a senior person, I finally said, "That's why there are other companies." I subsequently have easily signed up FOR LESS than USAA quoted with Met Life. YES, there are some employees that need to be fired. I wrote a letter on real stationery to the CEO....let's see if at the top...if it gets there...gives a rat's ass. read more

Sadly, this company has gotten so large, that it's lost it's focus - which should be about helping Veterans and their families. Their slogan states "We know what it means to serve" ... but that's the farthest thing from the truth. They don't give a damn about customers or Veterans. We had insurance with them for 28 years and slowly but surely they began to slide down hill and now hire rude, nasty and grossly incompetent reps. They used to have some good people, but they have far too many bad apples (lowlifes and dregs) since they have grown into a colossus. One huge issue we have with this office is that they do not keep their word - as they say one thing and do another. Now, it's all about the money. Steer clear of this company - they don't give a damn about their customers and will lie about anything and everything - if they think they can get away with it. They have no compassion or heart and have become the company from HELL. We dropped them recently and just grew tired of the horrible people they hire !!! read more

really disappointed with usaa auto insurance. i had to call them to explain about my claim for sand storm for more than five times before and after i got my estimate already. i went to body shop they told me to go and got my estimate done(after deduction) and when my adjuster was reviewing it, he told me i need to pay for more deductions for each sandstorm. my estimate came out about 3000 and they were telling me they should be deducting 5000 for the damage because they handle the sandstorm by each case... i think they r going dumb or something even his manager told me the same thing.. doesnt even make sense after all... and he was keep cutting me off while i was explaining to him what happened at the body shop. at the body shop, a guy who was doing my estimate told me, my insurance company told him to combined the damages of two claims in one so they can save time and money. and now they r trying to deduct more money on that..i dont like usaa insurance service and policy. the investigator should be come out to look at your car closely and should not be negotiating with anyone. im really disappointed with usaa.. read more

A member of USAA hit my son's car and I feel we have not been treated fairly with the total loss amount of my son's car. It is way below Kelly Blue book and they way they calculate total loss is unfair. They get a total of 12 sales of the car in your area including private owners (which often sell way below car's value) and get an average. They will not give anything extra for getting to work and will only allow 3 days car rental. They must take care of their members, but if their members hit you, you are in for a rude awakening!!!! The lady that hit my son'scar cat was unrestrained in the car and the cat scratch her and she then ran into my son's car totaling it. Now, I see how they are able to offer low rates to their members because they treat the nonmembers that their members hit unfairly. This is the worst insurance company I have ever had to deal with!!!! The only thankful thing is my son wasn't hurt. They probably would come up with a way to not pay total medical bills also. You would definitely need an attorney if you get hurt. read more

I was excited that this company may have competitive rates for our family. When I called and spoke to Milton, He clearly explained I could not get a quote unless my father who is a vet was a member first. I explained I could get his info to just get a quote to present to my father and I would put him on the phone to have my father give Milton permission to speak with me. I was told that wouldn't work and my father would have to give him the info. and speak to him directly. This is ridiculous in my book. If anyone has ever dealt with a vet, you would know a lot of family members (children) take care of business affairs for their parents. I was willing to get my father on the phone for the initial details and then resume talking to the company to get my father established with this insurance. I would not recommend this company to anyone! They are not even willing to work with the children of Vets or Vets themselves who are not capable of doing business directly. So, if your Vet is sick, good luck getting a quote. Plus, if your Vet is deceased, they do not quote you either. So, they truly don't help all Vet families even if you can prove your parent served before their death. Sounds like a bad company to deal with. My recommendation is to go with a friendly insurance even if you do pay a little more! read more